Lufthansa: Missed connection compensation (UK261) — Explained Simply

Flight Delay Compensation in the EU and UK (EU261/2004 and UK261)

Passengers flying to, from, or within Europe may be entitled to flight delay compensation under EU261/2004 or the UK’s equivalent, UK261. These passenger rights rules can require airlines to pay fixed compensation when a flight arrives significantly late and the disruption is within the airline’s control. This guide explains practical eligibility rules, typical compensation amounts, how to make a claim, what documents to keep, and key questions passengers often have.

Eligibility for flight delay compensation

Eligibility generally depends on three factors: the flight’s route and carrier, the length of the delay at arrival, and whether the cause of the delay was within the airline’s responsibility.

When EU261/2004 applies

• Flights departing from an EU/EEA airport (including Iceland, Norway, and Switzerland): EU261 can apply regardless of airline nationality.
• Flights arriving in the EU/EEA from a non-EU/EEA country: EU261 can apply when the operating airline is EU/EEA-based.

When UK261 applies

• Flights departing from the UK: UK261 can apply regardless of airline nationality.
• Flights arriving in the UK from outside the UK: UK261 can apply when the operating airline is UK-based.

Delay length is measured at arrival

For compensation purposes, the key measure is typically the delay at the final destination arrival time, not the delay at departure. A delay is usually assessed by when at least one aircraft door opens and passengers are permitted to disembark.

Connection itineraries and “final destination”

Where a journey includes a connection booked under a single reservation, the delay is assessed at the arrival time to the final destination on that booking. A short delay on the first segment can still qualify if it triggers a missed connection and the passenger arrives at the final destination with a significant delay.

Airline responsibility and extraordinary circumstances

Under EU261/2004 and UK261, compensation is generally owed when the delay is within the airline’s control. Airlines are not required to pay compensation when the delay is caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Whether a situation qualifies depends on the facts of that disruption and the steps the airline took.

Compensation amounts for flight delays

EU261/2004 and UK261 set fixed compensation amounts based primarily on flight distance and delay duration at arrival. The exact amount depends on the route category and how late the passenger arrives.

• Up to 1,500 km: up to €250 (or the UK261 equivalent in pounds).
• 1,500 to 3,500 km: up to €400 (or the UK261 equivalent in pounds).
• Over 3,500 km: up to €600 (or the UK261 equivalent in pounds), depending on delay length and route category.

Compensation is distinct from a refund. A passenger may be eligible for compensation even if they still travel, provided the delay threshold and other conditions are met.

Right to care and assistance during delays

Separate from compensation, EU261/2004 and UK261 provide a right to care and assistance when delays exceed certain time thresholds. This may include meals and refreshments, access to communications, and if necessary, hotel accommodation and transport between the airport and the hotel. The level of assistance depends on delay length and flight distance.

When an airline does not provide assistance directly, passengers may be able to request reimbursement for reasonable expenses, supported by receipts.

How to claim flight delay compensation

A practical claim process usually involves documenting the disruption, submitting a written request to the operating airline, and escalating if the airline rejects the claim or does not respond within a reasonable time.

Step 1: Identify the operating airline and applicable rules

Claims are usually made to the operating carrier (the airline that actually flew or was scheduled to fly the aircraft), not necessarily the company that sold the ticket. The applicable rules are typically EU261/2004 or UK261 based on route and carrier as described above.

Step 2: Gather the key facts

• Booking reference and ticket details
• Flight number, travel date, and route
• Scheduled and actual arrival time at the final destination
• Any rebooking details if a connection was missed
• Reason for the delay as communicated by the airline (if provided)

Step 3: Submit the claim to the airline

Airlines typically accept claims through their online forms or customer service channels. The request should state that compensation is sought under EU261/2004 or UK261, and include the calculated delay at arrival and the route distance category where relevant.

Step 4: Escalate if needed

If the airline rejects the claim or does not provide a satisfactory response, passengers may consider escalation options, such as the relevant dispute resolution process or enforcement body where available for the route and airline. The best escalation path depends on the specific circumstances and jurisdiction connected to the flight.

Documents to keep for a stronger claim

Good documentation can help resolve eligibility disputes and support reimbursement requests for care and assistance.

• Boarding pass (or proof of check-in)
• E-ticket or booking confirmation showing passenger names and itinerary
• Proof of arrival delay (e.g., screenshots of arrival time, airport boards, tracking data)
• Written communications from the airline about the disruption
• Receipts for meals, transport, and accommodation if claiming reimbursement

FAQ

Does a departure delay always qualify for compensation?

Not necessarily. Under EU261/2004 and UK261, compensation typically depends on the arrival delay at the final destination and whether the cause was within the airline’s control.

Can compensation be claimed for missed connections?

It often can when the journey is on a single booking and the passenger arrives at the final destination with a significant delay. The key is the delay at the final destination, not necessarily the delay on the first flight.

Is compensation owed if the airline offers vouchers?

Compensation under EU261/2004 or UK261 is generally a fixed amount. Any offer such as vouchers should be reviewed carefully, as acceptance may affect how the airline treats the claim. Passengers typically can request payment in money rather than vouchers where the regulation provides for it.

What if the airline says the delay was an extraordinary circumstance?

Airlines may refuse compensation on that basis. Whether the refusal is correct depends on the specific cause of the delay and whether the airline took reasonable measures to avoid or reduce the delay. Supporting evidence and clear delay documentation can be important where the airline disputes responsibility.

Can a passenger get both a refund and compensation?

A refund right usually arises in specific situations, such as when a passenger chooses not to travel after significant disruption, subject to the conditions in the applicable rules and the ticket. Compensation is a separate issue and depends on eligibility under EU261/2004 or UK261.

Conclusion

EU261/2004 and UK261 can provide meaningful flight delay compensation for passengers who arrive significantly late, provided the disruption falls within the scope of the rules and is not caused by extraordinary circumstances. Passengers who keep strong documentation, calculate their arrival delay at the final destination, and submit a clear claim to the operating airline typically place themselves in the best position to resolve the matter efficiently.